Assistant Fleet Call Center Manager (KG)

Description

Job Title: Assistant Fleet Call Center Manager

Department: Customer Service

Job Summary:

We are seeking a dynamic and versatile Administrative Clerk with basic accounting skills, call center experience, and little automotive knowledge to join our team. In this role, you will primarily assist with billings and reconciliation tasks while providing support to our call center agents. The ideal candidate is detail-oriented, customer-focused, possesses a basic understanding of accounting principles, and has a passion for helping people. This position offers an opportunity to contribute to our administrative and customer service functions, significantly impacting our day-to-day operations.

Supervisory Responsibilities:

• Assist with overseeing the daily activities of call center agents to ensure that best practices are maintained and performance targets are met

• Compile and present performance reports for call center operations, highlighting key metrics and areas for improvement

• Foster a positive work environment and promote team cohesion, morale, and motivation

• Respond quickly to any technical or other systemic issues that arise, coordinating with relevant teams to restore normal service as quickly as possible

• Develop training needs and ensure all staff receive adequate training and development

Duties/Responsibilities:

• Assist with billings and reconciliation tasks, ensuring accuracy and timeliness

• Process invoices, track payments, and resolve any discrepancies or issues related to billing

• Maintain financial records, including accounts payable/receivable, and assist with basic financial reporting

• Collaborate with the accounting team to ensure proper documentation and adherence to accounting procedures

• Provide support to call center agents during peak call volumes or complex customer inquiries

• Answer incoming calls, address customer inquiries, and provide exceptional customer service

• Utilize automotive knowledge to provide accurate information and support to customers regarding products or services

• Stay updated on industry trends, products, and services to assist customers better and provide informed recommendations

• Assist in training and mentoring new call center agents, providing guidance and sharing automotive knowledge

• Monitor call center performance and provide feedback to improve agent productivity and customer satisfaction

• Collaborate with cross-functional teams to resolve customer issues or escalate when necessary

• Assist in creating reports, presentations, and other documents related to billing, call center operations, and automotive support

• Conduct data entry tasks accurately and efficiently

• Support general administrative tasks, including filing, data entry, document management, and maintaining office
  Closeout and upload work orders and other documents into the computerized maintenance management system

• Help customers care for and maintain their vehicles

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns

• De-escalate situations involving dissatisfied customers, offering patient assistance and support

• Collaborate with other call center professionals to improve customer service

• Set up service appointments that align with the customer and vendor schedules

• Ensure on-time service is met, and address possible service issues with vendor performance

• Maintain a high level of professionalism via multiple channels of communication, including emails, and phone conversations

Required Skills/Abilities:

• Proficient in written and oral communication skills according to skill requirements

• Possess strong computer skills, able to read, write, and comprehend written instructional documents

• Ability to function well in a high-paced and, at times, stressful environment

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

• Ability to apply concepts of introductory algebra and geometry

• Proficient Microsoft Office productivity suite

Education and Experience:

• High school diploma or equivalent

• At least two years of related experience required

• Experience with basic computer programs for budgeting, scheduling, and report creation is important.

• Automotive knowledge of two or more years preferred

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

• Occasional periods of prolonged exposure to loud noises

• Ability to lift up to 25 pounds at times

• Ability to stand, walk, and reach with arms and hands as necessary

• Ability to hear and see position and safety requirement levels

• Occasional exposure to elements such as heat, cold, noise, dust, dirt, and chemicals

Special Qualifications/Requirements:

• Must be able to successfully pass as required a federal, state, or local government background investigation

Disclaimer:

The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Job Description last Updated: 06/13/2023

Qualifications